"Antiguamente" el foco estaba en la satisfacción del cliente. Hoy la clave del exito pasa por la experiencia del cliente, lo cual supone un oco diferente y más estratégico.
Why Focusing On The Customer Experience Is Your Best Bet
If you wonder why brands are losing customers, market share, or brand affinity, it almost always comes down to experience. It’s often not about price, timing, or location — it’s centered on the experience a consumer has with the brand in question.
https://www.forbes.com/sites/johnhall/2019/02/13/why-focusing-on-the-customer-experience-is-your-best-bet/
Why Focusing On The Customer Experience Is Your Best BetIf you wonder why brands are losing customers, market share, or brand affinity, it almost always comes down to experience. It’s often not about price, timing, or location — it’s centered on the experience a consumer has with the brand in question.
https://www.forbes.com/sites/johnhall/2019/02/13/why-focusing-on-the-customer-experience-is-your-best-bet/
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